Enterprise Partner Manager

at  Adobe

Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

POSITION SUMMARY:

Adobe is seeking an outstanding Enterprise Support Partner Manager to join our Creative Cloud Customer Support team. This role is responsible for the relationship with the Enterprise Team at our outsource partners in various locations, delivering a world class support experience to Adobe’s Creative Cloud Enterprise customers. This person has excellent business and communication skills. They work with Enterprise Customers, internal stakeholders as well as Enterprise staff at our outsource partner.
Adobe is a fast-paced environment and our passion for our customers’ success means we are focused on what our Enterprise customers need and expect from Adobe. The ideal candidate for this role will be customer centric, understanding the unique needs of large Enterprise customers and looking for new and innovative ways to to enhance those customers’ experience.
This role reports into the Group Manager for EMEA Enterprise Support.

Work in close collaboration with internal Enterprise Support team to deliver an exceptional customer experience to our key and strategic customers.

• Project manage any initiatives to improve EMEA Enterprise support
• Continuously strive to improve, differentiate, and scale Enterprise suppor

Manage and lead the partner Enterprise service delivery team and operation at our vendor.

Work in close collaboration with internal Enterprise Support team to deliver an exceptional customer experience to our key and strategic customers.

• Project manage any initiatives to improve EMEA Enterprise support
• Continuously strive to improve, differentiate, and scale Enterprise support

Provide consistent communication between Adobe and Partners, so that any service issues are highlighted, recommendations made and KPI targets achieved through negotiation and prioritization.
Provide valuable input into a long-term resource plan for Enterprise customer service delivery.
Design and develop new ways of working with the Adobe internal teams to support best in class customer experience.
Requirements
A minimum of 3 years leading an Enterprise customer service or technical support team, preferably in technology or a related industry
Experience managing a complex, fast paced environment, working with multiple sites, languages, products and channels.
An expert in contact centre workflows, processes, and real-time technologies.
Ability to tailor complex information to the appropriate level for an audience.
Ability to work within a team and manage / priorities workload effectively, managing expectations with key stakeholders.
Analytical and logical thinker with the ability to apply creative solutions to resource constraints.
Proficiency in excel and reporting tools such as Tableaux, power bi.
Cross-team coordination, project management and excellent presentation skills will be key to success.
Experience in managing projects end to end.
Some travel will be required for this role.
Desirable
Degree level or higher qualification in a business-related field.
2nd European language a plus.
Experience using Adobe Creative Cloud and Document Cloud products.
Technical expertise
Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.
Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees